Beyond the basics: How teams can close the customer engagement gap and be more innovative with a transformative CEP

Today’s customers demand relevance and seamless consistency across every interaction. Many marketing teams find themselves struggling just to execute foundational campaigns.

This is driven by two conflicting mandates: the pressure to nail the basics while simultaneously trying to drive innovation. Bound by fragmented data, overcomplicated technology stacks and slow execution cycles, brands are facing a growing customer engagement gap.

Our latest blue paper in association with imagino, explores this disconnect between brand promises and lived customer experiences. It reveals how adopting a transformative Customer Engagement Platform (CEP) can stabilise core campaigns, free teams from constant firefighting and create the optimal conditions for smarter experimentation and sustained growth.

Inside the blue paper

The customer engagement challenge: Understand the root causes holding marketing teams back, from disconnected data silos and internal politics to tools that are slow to deliver value, explaining why innovation so often stalls.
CEP: A customer engagement solution: Discover how imagino’s modern CEP empowers marketers by unifying disparate data into a single 360-degree customer profile. Learn how its low-code, zero-copy approach reduces reliance on IT and enables real-time omnichannel activation.
A CEP deep dive: Explore the six foundational building blocks for innovation, including practical solutions for overcoming common hurdles in welcome onboarding, promotional lifecycles, customer re-engagement and transactional messaging.
The path forward: Access a comprehensive checklist of key capabilities to look for in a future-proof CEP, covering actionable customer intelligence, orchestration, usability, scalable governance and pragmatic AI.

Case Studies: Transforming Hachette Livre

Read an exclusive case study on Hachette Livre, one of the world’s top publishing groups comprising over 200 brands. Tasked with building a consumer-centric, data-driven culture across the UK and France, they implemented imagino’s CEP to manage a single repository of 10 million qualified contacts.

By rapidly disconnecting legacy platforms, Hachette Livre quickly achieved a unified customer view, allowing them to send 12 million emails monthly and deliver 1.6 million personalised book recommendations. The transformation resulted in reduced running costs, an excellent ROI, and empowered business users who can now deploy targeted marketing use cases with sustainable independence.